Test Item File for Excellence in Business Communication, Fourth Canadian Edition
Chapter 8
1) Whenever you can assume that your audience will be interested in what you have to
say or be willing to cooperate with you, use the direct approach.
A) True
B) False
2) When making a direct request, you state what you want in the first sentence or two and
then follow with an explanation.
A) True
B) False
3) When making direct requests, you avoid such softening words and phrases as “please”
and “I would appreciate.”
A) True
B) False
4) If the middle section of your request letter contains a series of questions, the most
important question is saved for last.
A) True
B) False
5) A letter of request closes with a request for a specific response, an expression of
appreciation, and information on how the writer can be reached.
A) True
B) False
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6) In the final section of a request message, thank the reader in advance for cooperating.
A) True
B) False
7) Because of their simple organization, routine requests require little tact.
A) True
B) False
8) Dissatisfied customers rarely tell others about their complaints.
A) True
B) False
9) Past customers are usually irritated if a company sends a letter of inquiry trying to re-
establish the relationship.
A) True
B) False
10) Be prepared to document your claim. Send copies and keep the originals.
A) True
B) False
11) In a claim letter, explain the problem in detail, provide back-up information, and
request specific action.
A) True
B) False
12) When writing a claim letter, assume that a fair adjustment will be made.
A) True
B) False
13) A claim letter or request for adjustment follows the indirect plan.
A) True
B) False
14) A request for specific action or to express the desire for a solution should be part of
your opening in a claim letter.
A) True
B) False
15) It’s best to back up all claims and requests for adjustments with invoices, sales
receipts, and so on; send copies to the company and keep the originals.
A) True
B) False
16) It’s not necessary to ask someone’s permission before listing his or her name as a job
reference.
A) True
B) False
17) Because requests for recommendations are persuasive messages, you should use the
indirect approach.
A) True
B) False
18) If you are writing to someone to request a recommendation letter for a job or
scholarship, you should include a copy of your résumé.
A) True
B) False
19) When you are responding favourably to someone’s request, you can be curt and “me-
oriented,” since you are doing the person a favour.
A) True
B) False
20) “I am pleased to inform you that…” is a good standard opening for a positive
message.
A) True
B) False
21) A routine positive message should never include negative information.
A) True
B) False
22) Your response to a complaint depends on both your company’s policies for resolving
such issues and your assessment of whether the company, the customer, or some third
party is at fault.
A) True
B) False
23) When replying to a customer’s complaint when your company is at fault, be sure to
promise that the mistake will never happen again.
A) True
B) False
24) A claim letter written as a personal answer to a unique situation starts with a clear
statement of the good news.
A) True
B) False
25) When you agree to make an adjustment even though the buyer technically was at
fault, a courteous tone is less important.
A) True
B) False
26) When a third party is at fault, the best approach is to refer the customer to that party
to resolve the problem.
A) True
B) False
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27) The most difficult recommendation letters to write are those for truly outstanding
candidates.
A) True
B) False
28) When writing a letter of recommendation, omit references to the candidate’s
shortcomings if they will keep him or her from getting the job.
A) True
B) False
29) Because a letter telling someone that he or she got the job is a legal document, you
need to make sure that all statements in the letter are accurate.
A) True
B) False
30) News releases are usually prepared by specially trained writers in the public relations
department.
A) True
B) False
31) Goodwill messages are friendly, unexpected notes with no direct business purpose.
A) True
B) False
32) In a goodwill message, honesty and sincerity must come across above all else.
A) True
B) False
33) You don’t send notes of congratulation that deal with personal events unless you
know the recipient well.
A) True
B) False
34) A message of appreciation can become an important part of someone’s personnel file.
A) True
B) False
35) When writing a condolence message about a loss, always use such euphemisms as
“passing away” or “departing,” rather than the word “death.”
A) True
B) False
36) When offering condolences, it is appropriate to mention your shock and dismay.
A) True
B) False
37) When making a routine request, you begin with _____________
A) an indication of the importance of your request.
B) a statement of who you are.
C) a clear statement of the main idea or request.
D) a question.
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38) When asking questions in a request message _____________
A) begin with the least important question and work your way up to the most important.
B) avoid any open-ended questions.
C) ask only questions that are central to your main request.
D) format complicated questions so they stand out from other text.
39) When making a request, you _____________
A) use the inductive plan.
B) assume the reader will comply with your request.
C) demand immediate action.
D) do all of the above.
40) In the middle section of a request message, you _____________
A) beg the reader to grant your request.
B) give reasons to justify your request.
C) give your sales pitch.
D) give a detailed list of procedures.
41) When closing a direct request, you _____________
A) thank the reader in advance for helping you.
B) mention your own qualifications or status.
C) give a specific description of what you expect and include a deadline, if appropriate.
D) indicate the consequences of a failure to reply.
42) Requests sent to people outside the organization usually _____________
A) use the indirect approach.
B) are in memo or email form.
C) adopt a more formal tone.
D) are more complex requests.
43) When writing a claim letter, the best way to begin is ________
A) by complimenting the company for past service.
B) providing a detailed description of the faulty merchandise.
C) with a straightforward statement of the problem.
D) to threaten legal action if you do not receive a favourable adjustment.
44) Before volunteering someone’s name as a reference, always _____________
A) assume you have permission to do so.
B) describe your relationship with that person.
C) ask that person’s permission.
D) list that person’s address and phone number for ease of contact.
45) If you request a recommendation from a person you haven’t had contact with
recently, you should _____________
A) use the opening of your letter to refresh the person’s memory.
B) enclose a stamped, pre-addressed envelope.
C) use the persuasive approach.
D) use the bad-news approach.
46) In a positive message, the main idea is presented _____________
A) in the first sentence of the middle paragraph.
B) at the end of the middle paragraph.
C) right at the beginning of the letter.
D) in the last sentence of the letter.
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47) Using lists helps readers sort through _____________
A) the body of the message.
B) truths and lies.
C) multiple requests.
D) unrelated items.
48) When a potential sale is involved, after you present the key information, you should
_____________
A) promptly and courteously end the letter.
B) provide a clear, conversational statement of the main point.
C) urge the customer to reply immediately.
D) encourage the future sale.
49) When responding to a customer request for an adjustment, it is usually sensible to
assume that _____________
A) the customer’s account of the situation is truthful.
B) the customer’s account of the situation is exaggerated.
C) the customer is hostile.
D) the customer is trying to pull a fast one.
50) When responding to a customer complaint about one of your company’s services, you
_____________
A) soften the situation with excuses such as “Nobody’s perfect” or “Mistakes will
happen.”
B) use a generous, grudging tone.
C) use a standard form letter, with blanks left for filling in unique information in neat
handwriting.
D) avoid blaming a specific individual or department for the problem.
51) If a customer requesting an adjustment is at fault for the problem, the best response is
to _____________
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A) refuse the claim without any explanation.
B) refuse the claim and point out the customer’s mistake.
C) honour the claim but do so begrudgingly.
D) honour the claim but tactfully point out that your firm was not at fault.
52) When responding to a request for adjustment when a third party is at fault, the best
approach is to _____________
A) refuse the claim and suggest that the customer sue the third party.
B) respond with messages that explain how the problem will be solved.
C) honour the claim with no additional explanation.
D) honour the claim but explain that your company was not at fault.
53) When sending a goodwill message _____________
A) use congratulatory messages to build goodwill with clients and colleagues.
B) make the company or situation the focus of your comments.
C) use memo format for all goodwill messages sent through interoffice mail.
D) omit any personalized details.
54) A letter to a successful job applicant _____________
A) should follow the indirect approach.
B) constitutes a legal job offer.
C) should use a formal, neutral tone.
D) should never be sent by email.
55) In the past, news releases were ______________
A) typed on regular company letterhead.
B) written as blogs.
C) crafted in a way to provide information to reporters.
D) offered directly to the public.
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56) The purpose of goodwill messages is to _____________
A) make a sales pitch.
B) convey good news about products and operations.
C) enhance relationships with customers and other businesspeople.
D) offer help to those in need.
57) Condolence messages should _____________
A) be as long as possible.
B) keep reminiscences brief.
C) quote poetic passages.
D) not mention your shock or dismay.
58) The __________ of a routine request states what you want.
59) The __________ of a routine request provides justification, explanation, and details.
60) You use the middle section of a routine request message to explain and __________
your request.
61) The __________ of a routine request makes a request for a specific response and
expresses appreciation or goodwill.
62) Dissatisfied customers make a(n) __________ or request a(n) __________.
63) Before volunteering someone’s name as a(n) __________, ask that person’s
permission.
64) Positive messages should begin with the main idea or __________.
65) Adapt to your audience’s needs by being sensitive to their needs and maintaining a
__________ attitude.
66) Because many requests are similar, companies usually develop __________ letters to
respond to these repetitive queries.
67) Use a __________ approach for positive messages.
68) A letter telling someone that she or he got the job is a(n) __________ document, so
make sure all statements are accurate.
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69) __________ are specialized documents used to share relevant information with the
local or national news media.
70) Friendly notes with no direct business purpose, such as those conveying
congratulations or thanks, are called __________ messages.
71) Messages of __________ recognize the contributions of employees or business
associates.
72) Messages of __________ express sympathy.
73) List three guidelines to follow in preparing the opening of a routine request in the
direct format.
74) Describe the elements that should be included in an effective closing for a routine
request.
75) List the three major categories of common routine requests.
76) Why might a company send a routine reply or a positive message? Give four specific
examples.
77) How can a request for information re-establish a relationship with former customers
or suppliers?
78) How should mildly disappointing information be included within a generally positive
routine message?
79) In responding favourably to a claim even though the customer was at fault, should
you indicate that your company was not to blame? Why or why not?
80) Briefly explain why it is so difficult to write recommendation letters for excellent
candidates.
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81) What potential legal problem can result from writing a critical recommendation
letter?
82) List at least three guidelines to follow when writing condolence messages.
83) Many routine requests have several parts. What guidelines should you keep in mind
when your request contains a series of questions?
84) Explain what you should do when replying to a claim when the customer is at fault.
85) Explain what you should include in an effective recommendation letter.
86) What four things should you do during the “Completing” step of the Three-Step
Writing Process for a routine message?
87) Explain why goodwill messages are important; then describe at least two
characteristics of effective goodwill messages.
88) Why are appreciation messages important? What should they include?